Terms & Conditions

Terms and Conditions

Relationship and Responsibilities

Roam will perform all services, including but not limited to dog training, hiking, boarding, B&T, and service dog training (hereinafter referred to collectively as "Services"), with a responsible, professional, and caring attitude.

Roam agrees to:

Abide by the Standards of Practice and Code of Ethics set out by the Certification Council for Professional Dog Trainers.
Notify the Client as soon as reasonably possible if Roam is unavailable to deliver scheduled Services on a given day.
Notify the Client of any incidents that occur while the Client’s dog is in Roam’s care that may impact the health and well-being of the Client’s dog.
Exercise reasonable care, attention, and supervision while the dog is in Roam’s care, custody, or control.
Make reasonable efforts to maintain a safe environment for all dogs, handlers, and members of the public.
Maintain business licensing and insurance coverage as determined appropriate by Roam.

Roam reserves the right to walk, hike, board, and/or train other well-suited dogs at the same time as the Client’s dog(s). If the Client elects to employ Roam for solo services, Roam may walk or train one personally owned or boarding/B&T dog at the same time.

Client agrees to:

Provide accurate, complete, and current information regarding their dog’s behavioural and medical history, vaccination status, medications, dietary needs, home life, exercise, health, and whatever else is asked of them by Roam.
Disclose honestly any known bite history or aggressive behaviour before the commencement of services.
Maintain all required vaccinations, parasite prevention, veterinary care, and licensing as requested by Roam.
Maintain licensing of dog(s) required by the applicable municipality.
Immediately notify Roam of any illness or parasite (or exposure to such), injury, or behavioural change that may affect participation in services.
Come to Services prepared for training, with appropriate training equipment, reinforcers, and enthusiasm to participate when applicable.
Provide properly fitted equipment as requested by Roam, including collars, harnesses, leashes, muzzles, service dog gear, or training tools.
Follow all training instructions, homework assignments, handling recommendations, equipment usage, and safety protocols provided by Roam, both during and outside of Services.
Maintain and practise training outside of Services.

Client acknowledges that failure to follow guidance, obtain recommended equipment, or disclose behaviour or behavioural history may result in termination of Services.

Behavioural Risk and Responsibility

The Client acknowledges that all dogs are animals capable of displaying fear, resource guarding, reactivity, aggression, and/or unpredictable behaviour under the right circumstances.

The Client understands that behaviour modification may involve controlled exposure to triggers and stress, which may elicit predictable and/or unpredictable reactions of anxiety, reactivity, or other behaviours.

The Client understands there is an inherent risk of injury or behavioural escalation when working with any dogs.

The Client acknowledges that Roam cannot and does not guarantee any dog’s behaviour in real-world situations outside of or during structured training sessions.

The Client accepts full responsibility for the management, handling, and control of their dog at all times outside of active training sessions.

The Client understands that failure to follow training plans, management strategies, or safety protocols may increase the risk of incidents.

The Client accepts full liability for any incidents involving their dog, including but not limited to bites, attacks, or injuries involving themselves, family members, guests, the public, other animals, or property.

The Client acknowledges that public training environments (including streets, parks, and shared spaces) are uncontrolled and may present unpredictable risks.

The Client takes full responsibility for supervising all children and third parties present during Services, and understands that all third parties present during Services must follow Roam’s instructions.

The Client agrees that Roam is not responsible for the actions of third parties, other animals, or environmental factors encountered during training.

The Client acknowledges that recommendations may include management tools such as muzzles, leashes, barriers, or avoidance strategies, and agrees to implement them as directed.

Behavioural History, Illness, and Medical Conditions

The Client will provide answers regarding their dog(s)’ medical and behavioural history to the best of their knowledge when prompted by Roam. Roam reserves the right to contact the Client’s listed veterinarian/veterinary to confirm medical and/or behavioural information provided by the Client.

All dogs participating in walking, hiking, training, and/or boarding services must be up-to-date on the following vaccines: Rabies, DHPP/DA2PP, Bordetella, and Leptospirosis. Lyme vaccination is highly encouraged but not mandatory.

If the Client’s dog is not fully vaccinated yet due to their age, signing this waiver indicates that the Client understands the risks associated with the puppy coming into contact with potential pathogens, and they are choosing to prioritize the socialization and training of the puppy over their absolute safety by agreeing to proceed with Services.

All dogs participating in walking, hiking, and/or boarding services must be treated with a veterinarian-prescribed flea and tick preventative during the time of their stay with Roam. Approved brands include, but are not limited to: Simparica Trio, NexGard, and Bravecto. Seresto collars, as well as any treatment containing the ingredient Permethrin (found in most topical flea treatments), are prohibited.

All dogs participating in Services must be in good health and without signs of illness or injury.

Roam reserves the right to temporarily suspend all services to a Client if the Client’s dog(s) are displaying symptoms of contagious illness, are injured, or are otherwise deemed unfit medically or physically to participate in Services.

Intact Dog Policy

For the safety, well-being, and management of all dogs in Roam’s care, Clients enrolling intact male or female dogs (“bitches”) in any boarding, hiking, or Board and Train programs agree to the following policies:

Clients must inform Roam honestly of the intact status of their dog and of any known or suspected upcoming heat cycle before the start of Services. Failure to disclose this information may result in immediate termination of services without refund.

Bitches in Heat

All Clients with intact females must provide Roam with 3 well-fitting diapers for their dog if enrolled in boarding or B&T services, regardless of where in the heat cycle the dog is suspected to be.

If an intact female dog begins or is suspected to begin a heat cycle while participating in services, Roam reserves the right to implement additional management procedures necessary to maintain safety, sanitation, and operational standards.

For boarding and Board and Train services, an additional management fee, ranging from $15 to $35 per day depending on the extent of modifications, will be charged for any bitch actively in heat. This fee covers increased supervision, sanitation requirements, modified handling protocols, separation management, and disruption to regular operations. Modifications may include, but are not limited to:

Separation from other dogs
Restricted group interaction
Modified exercise or hiking routines
Altered training schedules

Roam makes no guarantee that regular programming or social integration can continue while a bitch is in heat.

Intact Males

Intact male dogs may participate in Services as long as they are safe (friendly or neutral) with other dogs, including other intact males. Clients with intact male dogs acknowledge the following:

Male dogs (neutered or intact) often target and aggress against intact male dogs.
Roam has extensive experience working with and owning intact male dogs and will take every reasonable precaution to ensure intact males are kept safe.
Roam cannot guarantee the behaviour or presence of other dogs in most environments, and there is always the risk that dogs will come into contact with unknown dogs while in Roam’s care.
Intact males may be removed from Services if at any point Roam has concerns about their behaviour or wellness.

If an intact male or female dog exhibits behavioural changes related to their intact status that interfere with safe handling, training progress, group management, sanitation, welfare, or the ability to safely provide services, Roam reserves the right to immediately terminate or suspend services. In such cases, the Client or emergency contact must arrange prompt pickup of the dog within 3 hours of notification.

Brachycephalic Dog Policy

Brachycephalic dog breeds are not eligible for hiking or boarding/B&T services with Roam. If a Client's dog is a mixed-breed and has some brachycephalic breed traits but is generally fit and active, Roam reserves the right to determine the dog's eligibility for services.

Brachycephalic breeds may or may not be suitable for service dog work. If a dog is showing signs of distress, fatigue, or is otherwise not in a physical condition deemed appropriate for service work by Roam, the dog will not be eligible for service dog training.

Environmental Exposure and Exploration

Roam operates under the belief that encouraging dogs to display normal canine behaviours whenever possible contributes to the enrichment and well-being of the dogs. These behaviours often help dogs decompress and focus, and may be encouraged in structured ways during the duration of services. Normal canine behaviours include, but are not limited to: being allowed to run, play with other dogs, sniff, roam, dig, roll (sometimes in unsatisfactory-smelling things), swim, and otherwise explore the natural environment. Roam will make every reasonable effort to allow the Client’s dog(s) to experience the above-listed outlets in a safe, supervised, and manageable way.

Dogs participating in hiking, training, and/or boarding/B&T services will primarily be exercised via hikes on trails in forested and/or beach areas. All dogs, whether on or off leash, will be permitted to roam and engage in the above-listed behaviours when possible. Hikes are usually conducted in a group fashion (between 2-5 dogs) alongside other suitable dogs.

Interaction with other dogs and the natural environment poses an inherent risk of exposure to harmful bacteria, viruses, parasites, minor and major injuries, and/or other unwanted consequences.

Other elements of outdoor activities may include, but are not limited to: scrambling up and over rocks, navigating steep or uneven terrain, crossing streams or rivers, exercising for long periods, walking or running on paved or gravel trails, running alongside a bicycle, and/or being outdoors in inclement weather (ex., heavy rain, snowfall, extreme heat or cold, etc).

During Services, dogs may be exposed to normal city and natural elements such as large crowds, busy streets, unpredictable weather patterns, the general public, other animals, wildlife, pathogens, and/or other hazards. Care is taken to ensure the safety of the dog and handler at all times when training; however, the Client should assume that the dog may come into contact with common risks associated with a variety of urban and rural environments.

Off Leash Training and Hiking

A dog participating in Services with Roam may be allowed off-leash only if the following conditions are met: the Client has not opted out of off-leash services; the dog’s recall and basic obedience have been tested by Roam and the dog’s recall has proven to be reliable; the dog is not a flight risk; the dog is in a fenced area, or the Service is taking place at a distance deemed safe by Roam from streets, large gatherings of people, schools, and other obvious environmental hazards; Roam has thoroughly assessed the environment, including all dogs nearby, and determined that it is safe for your particular dog to be off-leash in that area; Roam believes that off-leash exercise or training would greatly benefit your dog on that particular day. All dogs in the training stages of recall will be fitted with a GPS-tracking collar and/or a longline while off-leash in unfenced areas.

Dog Condition and Grooming

The Client agrees to maintain their dog in an appropriate condition for participation in all Services.

Dogs must be kept, to the best of the owner’s ability, regularly groomed and free of mats.
Dog nails must be clipped regularly.
Dogs should see a veterinarian regularly for health check-ups, teeth cleaning, and bloodwork.
Dogs should be on an appropriate diet for their breed and weight.
Dogs should be checked regularly for cuts, injuries, fleas, and ticks.
Dogs should be kept at a healthy weight (a 4 or 5 on the Nestlé Purina BCS chart - see figure below)

Roam will make every reasonable effort to keep the Client’s dog(s) safe and in good condition while in Roam’s care.

All dogs are inspected carefully after hikes for burrs, injuries, and ticks.
Burrs, ticks, and other debris will be removed to the best of Roam’s ability before the dog is returned to the Client.
Roam will wipe dogs down with a towel after hikes if they are wet and/or dirty. If the dog is returning to the Client and the Client is home and willing, Adrian may pass off towelling duties to the Client if the Client.
Dogs may be rinsed, sprayed with a dog-specific odour remover, and/or bathed at Roam’s discretion if the dog is particularly dirty or stinky. Roam will make every effort to clean dogs who roll in or eat stinky substances (e.g., feces, dead animal carcasses, fox pee, etc) during Services; however, this may not always be possible for dogs enrolled in day hiking or training services. If a boarding/B&T dog rolls in something foul or is otherwise especially stinky or dirty, they will always receive a full bath before bedtime.
Roam assumes no responsibility for ticks, burrs, mud, dirt, cuts, scrapes, or other injuries overlooked by Roam.
Additional rinsing and/or cleaning may be required by the Client in order to clean their dog to their own satisfaction after Services are provided.

Boarding/B&T dogs only:

Dogs enrolled in boarding/B&T services must be fully groomed and free of matting upon the start date of their boarding term. Coated breeds must be clipped short and have all the fur/hair in and around their paws clipped and/or shaved before the start date of boarding. Dogs with overgrown coats or matting upon their arrival, as determined by Roam, will be groomed by Roam at an extra expense or booked for a grooming appointment with Roam's groomer at the Client’s expense as soon as possible after arrival.

The cost of all grooming appointments for the Client’s dog booked by Roam during the dog’s boarding stay is the full and sole responsibility of the Client.
If a boarding/B&T dog is boarding for more than one week and has a long, curly, or otherwise high-maintenance coat, a grooming fee of $45 +HST per week will be added to your invoice.
By signing this waiver, you are agreeing to let Roam make decisions regarding your dog's grooming needs based on the requirements of the services they provide.

Body Condition

Dogs participating in hiking, boarding, and/or B&T services with Roam must be kept at a body condition score of 4 to 5 out of 9 according to the chart below and regularly receive appropriate exercise for their age and breed.

Due to the physical and demanding nature of Roam's hiking and boarding/B&T services, Roam may give stricter evaluations of body condition scores than other professionals. If a Client's veterinarian deems their dog to be at an appropriate body condition score, and Roam still has concerns about the dog's suitability for services due to the dog's weight or physical health, Roam's opinion will take precedence for this waiver.
Roam reserves the right to withhold or refuse hiking and/or boarding/B&T services to Clients if Roam has concerns about the dog's physical condition (ex., body condition score, strength/conditioning, stamina, age, or injury/medical status).

PLEASE NOTE: The type, duration, and frequency of outdoor exercise and physical activity that Roam provides to Clients' dogs during hiking, boarding, and B&T Services are more intense than what the average pet dog is used to. The hiking and boarding/B&T services offered by Roam are not appropriate for every dog. The success of your dog participating in Roam's services depends on many factors. Most young, healthy, and active dogs thrive in Roam's care. However, if your dog is in poor physical health (e.g., body condition score, diet, strength) and/or if your dog is not receiving appropriate age- and breed-specific exercise at home regularly, their risk of injury while in Roam's care is significantly increased. You must be honest with Roam about the amount and type of exercise your dog receives at home, as well as other details about their physical health and diet, so that Roam can do their best to determine your dog's eligibility for services and provide necessary accommodations if possible. If you are concerned about your dog's suitability for hiking and/or boarding services, please get in touch with Roam Dog Training, and Adrian will be happy to work with you to try to optimize your dog’s physical health in preparation for your dog’s participation in services.

Training Tools and Safety

Roam is a positive-reinforcement-based training business and believes that the vast majority of dogs can and should be effectively trained without the use of intimidation, pain, fear, and/or tools such as electronic shock collars (“e-collars”), prong collars, or choke chains.

Roam focuses heavily on training with food, toys, play, and environmental/naturally occurring reinforcers (ex., sniffing, running, social interaction, etc) in order to achieve behaviour change.

Although Roam believes strongly in positive reinforcement-based training, Roam will not deny services to Clients solely based on training methodology and/or tools used by the Client, provided there is an interest in learning about and/or incorporating some amount of Roam’s (positive reinforcement-based) training into the dog's life.

This policy applies to Roam’s service dog training program only if the Client is interested in phasing out the use of certain tools. Due to the requirements of Adrian’s service dog training certification, the following tools are prohibited in Roam’s service dog training program (unless the tools are being actively phased out):
1. Electronic shock collars (e-collars)
2. Prong collars
3. Slip leashes
4. Choke chains and/or fursavers
5. Chain martingales

The following tools may be used or recommended by Roam on dogs participating in any Service:

Head collars (ex. Halti, Gentle Leader)
Martingale collars
Slip leashes (except on service dogs)

All dogs in the care of Roam during any Service provided will be considered “in training” for the duration of that service. “In training” means that dogs may receive reasonable behaviour modification from Roam if such intervention is deemed necessary by Roam for the safety and well-being of the dog(s) or Roam during the service.

No Guarantee of Training Outcomes

Client acknowledges and agrees that dog training, including service dog training, involves many variables outside Roam’s control, including but not limited to: the dog’s temperament, genetics, health, environment, handler consistency, public exposure, and ongoing reinforcement of training.

Accordingly, Roam makes no guarantees, representations, or warranties regarding:

The success of any training program
A dog’s future temperament, reliability, or behaviour
A dog’s ability to qualify or graduate as a service dog
A dog’s ability to perform specific tasks or behaviours
A dog’s public access suitability
The long-term performance or effectiveness of any dog that completes or graduates from any of Roam’s Services

Client understands that continued training, handling, maintenance, and reinforcement by the Client are essential and that training results may vary significantly between dogs.

Roam reserves the right to determine, in Roam’s sole professional judgment, whether a dog is suitable to continue in or graduate from any service dog training program. Completion of training does not certify, warrant, or guarantee that the dog will meet any legal, public access, medical, or functional standard for service work.

All graduated service dog teams are required to complete annual recertification evaluations with Roam or an approved evaluator designated by Roam to maintain training standards. Recertification may include assessment of obedience, task performance, public access behaviour, handler control, and overall team safety and reliability.

Any graduation letter, training certificate, or documentation issued by Roam is valid only until the team’s next required recertification date and remains contingent upon the team continuing to meet Roam’s training and behavioural standards. Failure to complete annual recertification or failure to meet the applicable standards during recertification may result in suspension, expiration, or revocation of any graduation status, certificate, letter, recommendation, or continued program recognition issued by Roam.

Boarding and Board and Train Structure

All dogs enrolled in boarding or B&T services (hereinafter referred to as “boarding dogs”) will live alongside Adrian's personally owned working dog.

Most dogs will receive an average of 90 minutes of outdoor exercise and 30 minutes of training, depending on the exercise and enrichment needs of the dog. Dogs will be given rest days as needed, which will consist of no more outdoor time and training than the dog needs in order to settle and rest.

All dogs will receive off-leash training and be given opportunities to run off-leash during hikes and other related activities. Longlines and GPS collars will be used during training to ensure the dog’s safety during off-leash activities.

Training during boarding/B&T stays may be delivered both in focused sessions (ex., clicker training sessions, socialization outings) and throughout the day as opportunities present themselves (ex. settle training in the home, threshold practise when going in and out of the crate or house doors, emotional regulation work during exciting activities, conditioning emotional responses to stimuli in the environment as they occur, etc).

Dogs may accompany Adrian on their daily excursions, including, but not limited to: visiting friends/family, running errands, meeting up with other dogs, attending doctors’ appointments and other meetings, travelling outside of the city for hikes, trials, events, camping, and other activities, and/or seeing other training Clients.

Adrian occasionally travels outside of the province of Ontario, usually for a camping trip or a dog sports trial or competition. These are uncommon; however, if Adrian has an out-of-province trip planned during the Client dog’s boarding stay, the Client will be notified in advance and may choose to discuss alternative options if the Client prefers their dog not to cross a provincial or national border while in the care of Roam.

Dogs will sleep (for naps and at night) in an appropriately sized crate in Adrian’s in-home dog training studio.

If fully crate-trained, dogs will be crated at night for as long as they sleep, and may be crated during the day as needed for naps. If not fully crate trained, dogs will sleep in the crate with breaks (at the discretion of Adrian) or in a fully enclosed area with an ex-pen.
If not fully crate trained, the Client can expect their dog to undergo active crate training while in the care of Adrian, with the long-term goal of having the dog comfortable and relaxed in the crate overnight and for naps during the day.

Boarding dogs will have access to household furniture (e.g., couches, Adrian’s bed, dog beds, place cots, etc) when loose in the house. All stairs are blocked with baby gates, and dogs loose in the house will not be permitted to bother any dogs who may be crated or tethered.

Boarding dogs will not be allowed loose or kept on tethers if Adrian is not home or otherwise prepared to supervise the dogs.
All boarding dogs will be tether trained and may be tethered as a form of training and/or management during meals, training sessions, or settle time.

Boarding dogs will be given the appropriate amount of exercise for their breed and age, as determined by Roam based on the dog’s behaviour and any relevant health-related information provided by the Client. For example, very young puppies and senior dogs may be given less physical activity during their boarding stay. Working line dogs will usually be given extra training and physical exercise opportunities than the average pet dog while boarding with Roam. Dogs struggling to settle in the home or focus on training may also be given more physical exercise in order to set them up for success. Likewise, dogs displaying what Roam deems to be too much fatigue may be given more rest days where they do not participate in as many training or exercise activities.

Boarding dogs will often be tired and may need a few days to recover after their stay with Roam, as the exercise, training, and general routine of Roam’s boarding services is often more rigorous than most dogs’ regular daily routine.

Manageable Behaviour Policy (Boarding/B&T Clients Only)

Due to the nature of Adrian's lifestyle, certain behaviour from boarding/B&T dogs is unacceptable and will exclude them from services. These behaviours include, but are not limited to:

Unsafe predatory or other dangerous behaviour concerning cats and/or other dogs
Unsafe behaviour towards humans
Excessive barking at any point
Severe separation (including confinement) anxiety
Moderate to severe resource guarding, reactivity, or other disruptive behaviour
Inability to tolerate riding in a vehicle for short or long periods of time
Moderate to severe distress at being left in Adrian’s care for an extended period of time

Injuries, Veterinary Care, and Emergencies

By signing this agreement, the Client gives consent for Roam to respond to and provide first aid, as deemed appropriate by Roam, for all minor and major medical ailments the Client’s dog may experience while in the care of Roam.

All minor and major medical concerns that Roam notes during Services will be reported to the Client.

Client agrees to assume responsibility for the treatment of all injuries and illnesses once the dog is back in the Client’s possession after Services.

If Roam believes any incident involving a boarding/B&T dog may warrant a vet visit for the average dog owner, even if Roam does not think it warrants a vet visit, Roam will ask the Client in writing whether or not the Client wants their dog to be seen by a veterinarian following the report of the incident. The Client must respond to Roam in writing with their decision regarding their dog's treatment.

If a Client declines veterinary care and Roam is not comfortable at any point continuing to provide first aid to the boarding/B&T dog in their care, or otherwise believes the dog should be seen by a veterinarian, the Client will be given the option to consent to veterinary care or assume care of their dog immediately.

If Roam believes a Client's dog (enrolled in any service) should receive veterinary care and the Client cannot be reached promptly, Roam is authorized to take the following actions: transport the dog to the Client’s listed veterinarian on file, transport the dog to the nearest veterinary clinic, or transport the dog to a veterinary emergency clinic.

Depending on the severity of the emergency, the dog may be transported to the nearest emergency hospital before the Client is contacted. In this case, the Client will be contacted as soon as possible.
If a Client's dog requires a veterinarian visit at any point during Roam's services, a Vet Visit Fee ranging from $50 to $200 (depending on travel time and/or additional services Roam needs to cancel due to the vet visit) may be added to the Client's invoice.
The Client will assume responsibility for all veterinary and related medical (including first aid supplies used by Roam) expenses incurred as a result of their dog's participation in Services.

If Adrian experiences a personal emergency and is unable to continue caring for the Client’s dog, the Client will be contacted to pick up their dog at their earliest convenience. Should the Client be unreachable promptly, the Emergency Contact will be contacted to assume care of the dog.

Communications and Media

Clients enrolled in the Services with Roam can expect regular updates about their dog’s training and well-being while in Roam’s care. Updates may include photos, videos, and/or written components.

All Clients enrolled in boarding services will receive updates through text or WhatsApp messaging and/or the Roam Dog Training Instagram (@roamdogtraining - if the Client has agreed to the media release). Roam will do its best to provide updates at least once per day on how the Client’s dog is doing. The Client is welcome to check in and/or request additional updates at any time, and although Roam may not always be available to provide one, Roam will do its best to accommodate the Client’s request at that time.

If the Client gives consent, Roam may post updates or highlights that include photos, videos, or other media containing your dog(s)’ image or likeness to social media, the Roam website, and/or other outlets at the discretion of Roam.

If you choose not to agree to the media release and your dog is enrolled in group services, including, but not limited to, group hikes, boarding, and/or B&T programs, please note that photos with your dog that include any other Client dog may still be used on social media, the Roam website, and/or other outlets. Group photos are sent to all Clients after group services, and Roam cannot guarantee the privacy or non-disclosure of any group photos containing any Client’s dog.

Payments and Expenses

The Client will pay Roam according to the rates listed on the website unless otherwise agreed.

Prices, package structures, fees, and policies are subject to change at any time without prior notice. Existing confirmed bookings will honour the rates agreed upon at the time of booking unless additional services or extensions are requested. Please refer to the website for the pricing of Services before booking with Roam.

Accepted Payment Methods

Payment may be made via approved electronic transfer methods, credit card, debit, cash, or other payment methods accepted by the Trainer/Caretaker. Returned payments, chargebacks, or failed transactions may be subject to additional administrative fees.

Deposits & Reservations

Deposits and Reservations

A non-refundable deposit of half (50%) of the total Service fee is required to reserve all boarding and B&T Services. The deposit will be applied toward the final balance unless otherwise stated. The remaining balance must be paid upon receipt of the invoice before the commencement of Services.

All training and hiking services must be paid for in advance.

Bookings for all Services are not considered confirmed until the required deposit or payment has been received.

Payment Due Dates

The Client will pay fees upon receipt of an invoice, or the payment will be considered late. Non-payment or late payment of fees is considered a breach of this agreement. Payments not received within 48 hours of the due date may incur a late fee of $15 per day until paid in full.

If any fees or other charges are late and another service is scheduled, Roam reserves the right to cancel the scheduled service without notice.

Roam reserves the right to pursue collection of unpaid balances, including reasonable collection costs and legal fees where permitted by law.

Additional Fees

Additional charges may apply for:

Emergency veterinary transport
Other veterinary or grooming services
Any food, first aid supplies, training equipment, dog clothing/gear, medications, preventatives, and/or other care-related expenses incurred by Roam for the dog in their care
Property damage caused by the dog
Bitches in or entering heat during boarding or B&T Services
Behavioural, safety, health, or policy violations by the Client or their dog
Administration or rebooking fees
Mileage, where lessons or Services are delivered at a distance from Adrian’s home

The Client agrees to reimburse Roam for all care-related expenses incurred by Roam during the Service provided.

Cancellations and Refunds

By booking services with Roam, Clients acknowledge that appointment times, boarding/B&T space, and training schedules are reserved specifically for their dog. Cancellations significantly impact small business operations and limit availability for other clients. The following policies therefore apply to all services.

All deposits, reservation fees, and booking fees are non-refundable unless otherwise stated in writing. Services are not considered reserved until the required deposit has been received.

Training Sessions

Training sessions cancelled or changed with more than 24 hours' notice may incur a $50 rescheduling fee.
Training sessions cancelled with less than 24 hours’ notice are not eligible for rescheduling or refund.
Clients arriving more than 15 minutes late to training sessions may have their session shortened or cancelled at Roam’s discretion without refund.
Training packages are non-refundable and non-transferable and are valid for up to six (6) months after the date of purchase. Any lessons unused after this period will be forfeited.

Hiking and Walking Services

Hiking and walking services are paid for in advance on a monthly basis to reserve your dog’s spot in the group and schedule.
Hiking and walking fees are charged regardless of attendance. Missed walks or hikes are not automatically refundable.
Clients may, at Roam’s discretion, reschedule a missed walk or hike within 14 days, subject to availability. All rescheduled group hikes will be rescheduled as solo hikes. After 14 days, the session is considered forfeited and cannot be carried over or credited.

Boarding and Board and Train Services

All boarding and B&T reservations require a 50% non-refundable deposit to secure booking dates and space in the home. This deposit is applied toward the total Service cost unless otherwise stated.
Cancellations made at any time will result in forfeiture of the 50% deposit.
Cancellations made within 14 days of the scheduled start date may be charged up to 100% of the total booking cost.
Early pick-up, shortened stays, or unused boarding days are non-refundable and will not be prorated.

If Roam is unable to access the Client’s property for dog pickup or drop-off for any Service due to client error — including the client not being home, missing keys/lockboxes, incorrect codes, or inaccessible entry points — the Service may be cancelled and will still be charged in full.

No refunds will be issued for services terminated due to behavioural, safety, health, or policy violations.

Exceptions to the policy for emergencies and extenuating circumstances may be considered at the sole discretion of Roam, but are not guaranteed. Documentation may be requested.

Trainer Cancellation

If Roam must cancel services due to an emergency, illness, safety concerns, severe weather, or circumstances beyond reasonable control, Clients may be offered rescheduling, service credit, or a refund at Roam’s discretion. Roam will make every reasonable effort to accommodate Clients in the event of a trainer cancellation.

Termination of Service Agreement

Should the Client’s dog become aggressive or dangerous to other animals or humans, Roam reserves the right to terminate the service agreement with the Client if Roam feels they do not have the resources or capacity to reasonably accommodate the dog during services in the future.

Any wrongful or misleading information given by the Client about their dog’s behavioural and/or medical history or condition may constitute a breach of the terms of this agreement and be grounds for instant termination thereof.

Harassment of any form, including, but not limited to: discriminatory remarks or behaviours, demands from the Client beyond what is described in the service agreement, and/or continued interference with Roam’s ability to perform their services according to this agreement, will not be tolerated, and Roam reserves the right to terminate the service agreement following harassment of any type from a Client.

If at any point Roam determines they do not have the resources or capacity to accommodate a given Client, or if they determine a Client is not a good fit for their services, Roam reserves the right to terminate the service agreement with the Client.

Termination under the circumstances described above shall not entitle the Client to any refunds nor relief of any outstanding payments due.

Upon termination of the agreement, Roam shall have no further obligation to provide services to the Client.

Confidentiality Policy

Roam will keep all client information strictly confidential, including personal details, training records, and any disability-related information shared in the course of Services.

Information will not be shared or disclosed without written consent, except where required by law or necessary for the safety of the dog, handler, or others.

Photos or videos may only be used for marketing or educational purposes with client permission, and clients may opt out at any time in writing.

Non-Discrimination

Roam is proud to be an LGBTQ+-owned and operated business. Discrimination or harassment will not be tolerated and may result in immediate termination of the service agreement with that Client.